Purpose – The intangible assets are important today as knowledge and innovation are the key drivers to long‐term business competitiveness. In other words, this competitiveness requires the productive use of the intangible assets. Thus, measuring productivity should underline their importance...

Purpose – Healthcare costs have increased considerably over the past decades around the world. Major contributors to this trend are expensive medical technologies. The purpose of this paper is to use a case study approach to understand how organizational and country level factors influence...

Purpose – To propose a structured framework for measuring white‐collar workforce. Design/methodology/approach – The proposed framework, designated as the multi‐dimension measurement process or the MDMP, is based on the nature of white‐collar work as well as on the strengths of current...

Purpose – To address multiple problems facing a company's top management with respect to the customer satisfaction survey. Is the customer satisfaction survey still suitable after many years of use? What method should be applied to help ensure better utilization of information from the...

Purpose – To address two key problems facing the production department at the government pharmaceutical organization (GPO). They were a lack of productivity and performance measurement at the operational level, and a need to assess the functional readiness to undertake its own...

Purpose – This paper seeks to identify competitive priorities, based on the opinions of top executives of manufacturing firms belonging to the Federation of Thai Industry (FTI). It is also to evaluate the implications and applicability of these findings for Thai manufacturers....

Purpose – This paper aims to examine and describe competitive priorities for service providers in Thailand. This research responds to the need expressed by the Federation of Thai Industries (FTI) for understanding these priorities. This study is part of a planning session on future enhancement...

Purpose – This paper aims to compare and evaluate competitive priorities between manufacturers and service providers. A concern over the trends of moving manufacturing/production units overseas, while maintaining essential service operations at the companies' headquarters, encouraged senior...

Purpose – This paper aims to analyse expectation and reality in enterprise resource planning implementation from the consultants' and software vendors' point of view and process these further as requirements of future IT systems. Design/methodology/approach – A small‐scale survey among...

Purpose – This study aims to identify the set of circumstances that requires productivity information. It is part of an effort to improve productivity measurement. For this research, when to measure productivity is addressed by linking with manufacturing and supplier‐selection strategies....